Getting started with Zendesk Suite - Part 8: Guaranteeing customer support expectations with service level agreements

Articles in the series

• Introduction: Getting started with Zendesk Suite
• Part 1: Accessing Zendesk Suite admin settings
• Part 2: Adding team members
• Part 3: Understanding how end user accounts are handled
• Part 4: Managing user access security and authentication
• Part 5: Adding support channels
• Part 6: Routing incoming support requests
• Part 7: Managing support requests during non-business hours
• Part 8: Guaranteeing customer support expectations with service level agreements
• Part 9: Reporting on support activity
• Part 10: Enabling customer satisfaction ratings
• Part 11: Using the Zendesk developer platform to extend your support solution
• Part 12: Rolling out your Zendesk Suite support solution

Related to customer expectations and response time are Service Level Agreements (SLAs). An SLA is an agreed-upon measure of the average response and resolution times your support team delivers to your customers. Providing support based on service levels ensures that you deliver measured and predictable service. It also provides greater visibility when problems arise.

You define SLA service targets so that you and your agents can monitor your service level performance and meet your service level goals. Zendesk highlights tickets that fail to meet service level targets so that you can promptly identify and address problems.

Support SLA policies don’t apply to live channels such as Chat or Talk because the service targets differ. For example, let’s say your company goal is to answer chats within 60 seconds, and you want to know how well you‘re doing. You need to use Explore to create a report instead of an SLA policy.

For more information, see Defining and using SLA policies.

Continue to Part 9: Reporting on support activity .